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UPMC Health Plan Offers Call Center Services and Patient Care

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October 23, 2012

By Daniel Brecht
Contributing Writer

Headquartered in Pittsburgh, Pennsylvania, the University of Pittsburgh Medical Center (UPMC), a not-for-profit health enterprise affiliated with the university’s School of Medicine, is considered a leading American healthcare provider by US News & World Report for its innovation and service excellence.

Other than UPMC being noted for its health services, they are also known to provide compassionate patient-centered care with electronic health records (EHR) implemented across its hospitals. For example, it allowed medical personnel to improve patient treatment, made it much easier to add, maintain and store patient data electronically on computers.

UPMC also makes a commitment to deliver superior service by means of their call centers. For having delivered a quality customer experience in a professional, quality manner it was recognized lately for call center management excellence. This is the third time UPMC has earned the J.D. Power and Associates’ Certification.

As part of their leading practices for providing service excellence, UPMC is said to use a one-call resolution when handling service calls.

For UPMC’s Health Plan’s drive for service excellence and commitment to provide thorough, compassionate care for all, it also won the International Customer Management Institute (ICMI) gold award at ACCE (Annual Call Center Conference and Expo) in Seattle, Wash.

In continuing to ensure excellence and cater to call center customer needs, UPMC Health Plan is prepared to go the extra mile to provide superior service. The quality of customer service experienced here is not often found in other hospital call centers.

What is unique about UPMC is that it employs a service-driven team that utilize state-of-the-art call center technology to handle customer's calls and EHRs to provide an efficient healthcare delivery system for doctors and patients.